West Yorkshire Fire and Rescue Service (WYFRS) feels it is essential to analyse and publicise satisfaction levels for the full range of customers for all the main areas of our service.
One of the ways through which these views are obtained is the Quality of Service Survey. Each month, a questionnaire is sent to a selection of the incidents attended in the previous month. The questionnaire is sent out by WYFRS but is returned directly to an independent research company via freepost. The returned questionnaires are processed and the information obtained is analysed with a feedback report sent to West Yorkshire Fire and Rescue Service.
We include in our measurement of satisfaction specific questions relating to:
- The initial contact made with the Fire Service
- Timeliness of our attendance
- Service provided at the scene
- Information and advice given
- Overall satisfaction with the quality of customer service
Below is a summary of performance results for West Yorkshire from the independent research company relating to 246 completed questionnaires for 2020/21.
Domestic (household) respondents (187 responses):
99% were very satisfied or fairly satisfied with their initial telephone contact with the Fire Service.
64% said that the Fire Service arrived at the incident quicker than expected and 30% said that the arrival time was as expected.
99% of respondents were very satisfied or fairly satisfied with the service provided at the scene and also felt that the Fire Service kept the effects of the incident to a minimum.
80% received fire safety information at the scene, in the form of general safety advice, 30% were offered a Safe and Well Visit and 23% received an advice booklet.
Overall, 99% of respondents expressed their satisfaction with the service received from West Yorkshire Fire and Rescue Service; 95% were very satisfied.
Non-domestic respondents (59 responses):
100% were satisfied with their initial telephone contact with the Fire Service.
42% said that the Fire Service arrived at the incident quicker than expected and 53% said that the arrival time was as expected.
98% of respondents felt West Yorkshire Fire and Rescue Service kept the effects of the incident to a minimum.
98% of respondents were satisfied or fairly satisfied with the service provided at the scene.
80% received fire safety information at the scene, in the form of general safety advice and 15% received an advice booklet.
Overall, 98% of respondents expressed their satisfaction with the service received from West Yorkshire Fire and Rescue Service and of these 95% were very satisfied.